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Help Desk Support

Job Summary

Help Desk Support at Carondelet High School is a dynamic position, and the ideal candidate will possess a broad range of technical knowledge and experience, while also having extraordinary interpersonal skills. This position will be responsible for supporting, maintaining, and enhancing our information and technology systems.

Help Desk Support will serve as a member of the Operational Technology Department. This department is charged with overseeing technology systems including server and network infrastructure, end-user devices (computers and tablets), Google Suite including electronic mail, telecommunications, audiovisual, and copiers and printers. The Operational Technology Department is foundational to the organization and prides itself on quality work, efficiency, and attention to detail.

This position will work with other team members to advance organization and department goals. While this position will focus on IT systems, there will be significant crossover between IT and AV. This position will be called upon periodically to provide basic AV support for end-users as well as special events. Likewise, the rest of the AV department will assist with IT-related initiatives periodically as needed.

Essential Responsibilities

  • Help Desk is the first point of contact for technical support in regards to computers, tablets, telephones, printers, and software programs.
  • Provides courteous, prompt, and helpful support to users with a variety of technology skills, from novice to expert users.
  • Must possess excellent “people skills”, realizing that the trust relationship with the end user is more important than the work performed on their computer.
  • Proactively route tickets and report troubles to appropriate members of the technology department.
  • Troubleshoots and resolves issues with end-user hardware including (but not limited to):
    • Computer workstations, laptop and desktop, Windows and Apple (general functionality, connectivity, installing/removing applications, virus remediation, hardware upgrades and repairs, performance assessment and optimization, configuration).
    • Printers (HP, Ricoh, print quality, connectivity, configuration, physical relocation).
    • Telephones (initial physical setup, configuration, connectivity, programming, basic end-user training).
    • iPads (initial setup, configuration with organizational MDM solution, general troubleshooting, email setup, connectivity).
    • Projectors (video options, connectivity with laptops and iPads, general troubleshooting).
    • Other audio/video (amplifier and audio sources, speakers, general troubleshooting).
  • Resets passwords for users as needed (email, domain, Wi-Fi, educational programs, administrative programs, operational programs, telephony….anything with a password).
  • Provision new users including account creation, hardware configuration (Apple machines, Windows machines, iPads and telephone handsets) and providing basic end-user training.
  • Maintain inventory of end-user hardware and provide recommendations for hardware replacement as stipulated by budgetary processes.
  • As required, complete sensitive tasks with the highest level of confidentiality.
  • Evaluate and consider security risks as they are identified. Execute policies and procedures when they apply to a situation. When a policy doesn’t exist, evaluate the risk and escalate it appropriately.
  • Serve as first-response for all support tickets submitted by staff and faculty.
  • Provides first-level support for key organizational special events.
  • Must have intermediate experience and knowledge of Google Suite, Windows Server OS including Active Directory, Windows 10 OS, MAC OS (versions 10.13 - 11), iPad OS (versions 11 - 14).
  • Understanding of fundamental IT/Networking concepts such as WAN, LAN, TCP/IP.
  • Responsible for providing on the job guidance to others including one-on-one training as well as group Professional Development.
  • Perform office relocations (on-campus) as needed, including identifying space-specific needs, relocating end user hardware, setup and testing.
  • Lead regularly scheduled or limited scope projects as assigned.
  • Ability to escalate larger and/or more complex issues as needed.


Qualification Requirements

  • Bachelor’s Degree, Associate, or Trade/Vocational College in Computer Science or related field.
  • 3-5 years of experience in IT or Help Desk position.
  • Possess excellent customer service skills.
  • Excellent written and verbal communication skills.
  • Motivated with a positive attitude.
  • Ability to work independently and within a team environment.
  • Ability to lift/carry/move computers, printers, servers, etc.
  • Possess aptitude for problem solving.


Physical Requirements

  • Visual Ability to read handwritten or typed documents.
  • Able to conduct verbal conversation.
  • Able to hear normal range verbal conversation (approximately 60 decibels).
  • Able to sit, stoop, kneel, bend, walk, and climb slopes, stairs and steps.
  • Able to stand for extended periods of time.
  • Able to push and or pull a variety of tools and equipment up to 10 pounds.
  • Able to reach and twist.
  • Able to carry up to 10 pounds.
  • Visually able to use the computer for extended periods of time.

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About Carondelet

Carondelet High School is an equity-focused, inclusive, Catholic college-prep high school in the East Bay that offers young women a transformative educational experience. Since its founding in 1965, Carondelet has combined academic excellence and a recognition of the unique gifts of each of its students. The school’s focus is a woman-centered, comprehensive educational program designed to help young women build confidence and prepare for leadership and service in the 21st century going forth into the world with heart, faith, courage, and excellence.

More Than High School.

Her School.

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